Stop Wasting LeadsCalling Team\\ ​ Created by Sherilyn Faulhaber on 12/​13/​2016\\ ​ Last Updated: 12/14/16\\ \\ This wiki outlines the Calling Plan to help clients to stop wasting leads. Lead callers on all calling accounts will be accountable to maintain this system for all clients they are lead caller for. Lead caller will be responsible for not only the leads being followed by Best Agent Business, but also for leads being managed by the client or agents within the client'​s office.\\ \\ __**New Client - Prestart**__\\ \\

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- When Client is announced, Accounting should include client'​s email signature

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- LMA assigned should immediately add client to daily log

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- A BDS should be done and attached to client'​s agenda for all lead sources

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- Logins for all lead systems should be entered into QB in a timely manner

- Kick Off call should be scheduled after BAB KO call is completed to allow time for db analysis for Stop Wasting Leads on Calling side

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\\ __**Database Analysis - New Client - Calling Team Leader**__\\ \\

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- We will analyze the client'​s database by manually logging in to review and ongoing through routine reviews of Business Data Spreadsheets

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- Analyst will login and review all lead sources and write up an overview of database

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- Overall coding of db will be reviewed and commented upon

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- New lead flow will be checked, and how quickly they are called will be notated

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- Quality of notes will be notated

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- Number of dial attempts being made to reach new leads live will be notated

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- Number of new leads not contacted will be notated

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- Number of A leads, both buyer and seller (on client side) will be notated

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- Number of A leads not current with agent interaction will be notated

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- Backlog (number of active leads, B/C status) with past due NCDs or no NCD or follow up will be notated

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- For CRM/IDX systems, trash will be reviewed for active leads, and number of active leads will be notated and suggestion for handling will be included

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- Analyst will determine appropriate number of calling hours to a) bring DB current and b) maintain pipeline and new lead flow

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- After Client Calling Analysis is returned, BAB budget will be determined with consideration of in house calling consistently being done

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- If BAB budget is not adequate to maintain, in combination with in-house hours, client will be encouraged to upgrade, or to increase calling hours on their side

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- A baseline dials and lives per hour will be calculated based upon calling source and use of dialer when applicable. This rate may be increased or decreased after calling ko call depending on administrative tasks that are part of the specific client'​s systems document

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- Calling TL or Mentor or Caller Assigned will Mystery Shop the agent and report on results with feedback

- Lead caller will review NCDs at the beginning and end of each week to be sure they are kept current and hold either the caller or client accountable for not making scheduled calls. On the client side, LMA should be sending a WLR to all on their side that have NCDs due. For databases such as TP, LMA will send WLR to lead caller for ease of viewing what NCDs are due. For CRM/IDX systems, lead caller should manually log in and review.

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- Lead caller will review status of all Buyer/​Seller leads in ALL database/​CRM/​IDX systems the client has, not just system caller is calling from

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- Lead caller will alert Calling Team Leader if there are inadequate hours to cover lead flow, or if NCDs are not being kept up, either due to lack of hours or due to lack of completion of committed hours on either side. Low stats will also be escalated on either side.

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\\ **Calling Analysis Request**\\ \\

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- Lead caller will request a Calling Analysis at 25 hours, 50 hours, 100 hours, or as needed due to results not hitting markers

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- Initial Analysis will show a higher dead/lost ratio in databases that have not been well maintained by the client

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- By 50 hours, the dead/lost ratio should start to steadily decline, and the pipeline should steadily increase

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- Percentage A leads should show a consistent increase as we move along in calling hours. If this marker is not increasing, TL should do another full evaluation of the client'​s system

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- Copy of Calling Analysis will be sent to TL, Steve and Mentor for the caller

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- Calling TL will review and share with client. If results are not on target, a call will be scheduled to make adjustments to calling system, either on BAB side, client side or both to increase conversion and stop wasting leads.